Head of Customer Experience

Head of Customer Experience (Founder‑led AI Track) This range is provided by PillSorted. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Direct message the job poster from PillSorted PillSorted is a fast‑growing, venture‑backed health technology company based in Cambridge. Backed by leading global investors (early supporters of Deliveroo and DoorDash) we are building a high‑precision healthcare platform designed for scale. Our mission is to transform the way people experience healthcare. By harnessing the power of AI, we deliver a service that is safe, intuitive, and genuinely engaging for customers. As we continue to expand rapidly, we are looking for talented individuals who share our ambition to redefine healthcare through innovation and technology. The role As Head of Customer Experience, you will walk into a live, beating operational engine. Every day, a team of eight certified healthcare professionals handles around 250 incoming calls and 200 emails from patients who rely on us for their medicines and care, alongside monitoring over 2,000 automatic algorithmic tasks and resolving the escalations that require human input. First job: keep this engine running smoothly. Second job: help reinvent it. You will help us introduce safe, clinically compliant AI into the customer experience, working with engineers and clinicians to design tools that speed up responses, improve accuracy and create a more delightful experience for patients. This role sits at the intersection of operations, patient experience, and product innovation. You will work closely with clinical, engineering and product teams to design better systems, raise efficiency and lift the experience for every patient who comes through the service. You will report to and learn from industry veterans who have delivered scale at companies such as Boots, and you will work closely with the founders. You will see how decisions are made, how a company scales, and how to build durable systems in a high pressure environment. It is a rare chance to shape the service layer of a fast growing health startup while learning the craft of scale from the inside. You will also need a little bit of Florence Nightingale in you. Our customers are patients, and by definition they are not always happy. The right person will go home each day knowing they made someone’s life just a little easier. What you will do Lead and support a team of healthcare professionals handling high volume patient interactions Keep daily operations stable, responsive and safe while raising performance standards Analyse service data to find bottlenecks and opportunities Design better workflows with our clinicians and engineers Own projects that improve speed, accuracy and patient experience Partner with founders on strategic service and operational decisions Spot opportunities, move quickly and make improvements stick What you bring 3 to 6 years experience in a generalist, high performing environment such as consulting or a fast moving startup, with a proven ability to adapt quickly and operate effectively across functions Analytical, structured and strong at problem solving Comfortable leading people and improving systems at the same time Calm under pressure and steady when things get messy Clear communication style with the ability to speak to both patients and technical teams Learns fast, takes ownership and thrives in ambiguity Healthcare background is not required but is desirable as it speeds up the learning process What you will find here At PillSorted, you’ll be part of a team that’s reshaping healthcare with technology, creativity, and care. Impact that matters: Your work will directly improve how people access and experience healthcare. A culture of innovation: We move quickly, experiment boldly, and learn continuously. Collaboration at its best: You’ll work alongside engineers, clinicians, and founders who are passionate about solving complex problems together. Room to grow: As we scale, you’ll have the opportunity to shape not just products, but the future of the company. Energy of a startup, support of top investors: The excitement of building something new, with the backing to do it right. A team that cares about doing good work and thinking well Hard problems that stretch you The chance to shape something meaningful in a sector that is both demanding and important Space to take ownership and grow with the company Clear progression as we scale, including the opportunity to be assigned to other functions upon success If you want to build, lead and learn in an environment where your work directly improves the lives of patients, we would love to speak with you. Seniority level Mid‑Senior level Employment type Full‑time Job function Business Development and Sales Industries Hospitals and Health Care Retail Health and Personal Care Products #J-18808-Ljbffr